Complaint Guide

At Right Choice Insurance Brokers Ltd we are passionate about providing excellent customer service. However we understand than on occasions things may go wrong. Should there ever be a time we have failed to meet your expectations we are keen to hear from you. We promise to do everything we can to put things right and ensure your complaint is dealt with quickly and fairly. Your feedback is valuable and helps us improve processes and services

How to make a complaint

To make it easy for you, you can make a complaint in any way you wish. A fully trained complaints handler will be here to help, no matter which method of contact you wish to use.

We also have live chat available Monday to Friday from 9am – 5pm, to launch live chat please click on the following link:

If your complaint is about your insurer or any other business linked to Right Choice Insurance Brokers Ltd, we will advise you how to contact them and assist where necessary.

How will we deal with your complaint?

We hope to respond in full within three working days of receiving your complaint. If this isn’t possible and the complaint is more complex we will send you an acknowledgment letter within five working days. This will tell you who is dealing with your complaint and when we will next be in contact. In the unlikely event your complaint hasn’t been resolved within four weeks we will write to you and let you know the reason why and the further action we intend to take.

Within eight weeks we will either issue you with a final response letter, detailing the outcome of our investigation and our decision, or a letter confirming when we anticipate to have concluded our investigation.

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of our Final Response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Your right as a customer to take legal action remains unaffected by the existence or use of our complaints procedure. However, the Financial Ombudsman will not review any cases where litigation has commenced.